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Mason Slots Casino - Delayed deposit, no answer from financial department

RESOLVED
Complaint Info
Disputed casino Mason Slots Casino
Reason Amount not credited
Amount zł 110
Posted on August 11, 2020

On August 8, I made a transfer of PLN 110 via the ecopayz system. The money is gone from the wallet, but not in the casino. The support was informed about this event, as was the financial department. However, nothing has changed so far, still relevant: "we are working on it". Ecopayz payments are made immediately, ecopayz service ensures that the funds have been credited correctly.

Posted on August 12, 2020

Dear Ujmen and AskGamblers team,

We are deeply aware of this issue and want to assure you that there is no cause for concern. After you provided additional information, this problem was referred for further resolution.

Unfortunately, sometimes it can take more time than expected. But be sure, we do all our best and we will contact you as soon as possible to inform you about further actions.

We hope for your understanding and patience, as we are interested in our players not having such problems and remaining satisfied.

Posted on August 12, 2020

That problem was refered to your finance department on 8th august. From that time no even one answer from you. You say, that you do your best, what exactly?

Posted on August 13, 2020

Dear AskGamblers team and UJMEN,


We would like to inform you that the funds (110PLN) were credited to player’s account.

As soon as UJMEN provided us with the confirmation that the funds were debited from his account, we transferred this request for a solution.
When we received an update that the funds were credited, we immediately informed UJMEN and apologized for the situation occurred. Moreover, we offered a freespin bonus for the inconvenience caused.

We totally understand player’s worries and are deeply sorry that the deposit procedure took a bit long. Please accept our apologies for keeping you waiting.

Our team sincerely hope that casino will bring you only positive emotions.


With kind regards and thanks for your patience in this matter,
Mason Slots Casino team

AskGamblers
Posted on August 13, 2020

Dear @ujmen,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and let us know if you have received the disputed payment. Please be notified that, in case you fail to respond within the given timeframe, we will consider your case resolved and it will be closed accordingly.

Please keep in mind that, as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Posted on August 13, 2020

Funds were credited correctly.

Best regards

AskGamblers
Posted on August 13, 2020

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

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